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11/25/2014

What's your staff's obstacle to world-class customer service?

In the U.S., the reimbursements healthcare facilities receive from the government to care for Medicare patients are now tied to, among other quality indicators, patient-satisfaction survey results. That's really the wrong reason to put patients on a pedestal.

Your staff won't be motivated to master customer service skills in order to make their employer's ledger more black than red. That's not why they came to work for you and it won't work to motivate them. Motivation to provide world-class customer service has to come from within, and should be easy to tease out.

Before you challenge your staff to master customer service, ask yourself this question: What stands between my staff and delivering world-class customer service?

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What's your staff's obstacle to world-class customer service?

In the U.S., the reimbursements healthcare facilities receive from the government to care for Medicare patients are now tied to, among other quality indicators, patient-satisfaction survey results. That's really the wrong reason to put patients on a pedestal.

Your staff won't be motivated to master customer service skills in order to make their employer's ledger more black than red. That's not why they came to work for you and it won't work to motivate them. Motivation to provide world-class customer service has to come from within, and should be easy to tease out.

Before you challenge your staff to master customer service, ask yourself this question: What stands between my staff and delivering world-class customer service?